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"The media being played is an unsupported format" error message appears when the BlackBerry smartphone user tries to play a video file

Article ID: KB18827

Type: Support Content

Last Modified: 12-15-2011

 

Product(s) Affected:

  • BlackBerry Curve 8300 Series
CollapseEnvironment
  • BlackBerry® Device Software version 4.5
  • BlackBerry® Curve™ 8330 smartphones
CollapseOverview
When you try to play a video file on a BlackBerry® Curve™ 8330 smartphone that is running BlackBerry® Device Software version 4.5, the following error message appears:
 
The media being played is an unsupported format.
CollapseCause
The IT policy that is assigned to the BlackBerry smartphone includes the External File System Encryption Level IT policy rule. The value of the IT policy rule is set to the Encrypt to Device Key (including multimedia directories) or Encrypt to User Password (including multimedia directories) option.
CollapseResolution

This is a previously reported issue that has been escalated internally to our development team. No resolution time frame is currently available.
CollapseWorkaround

Complete one of the following:

  • Change the value of the External File System Encryption Level IT policy rule to the Encrypt to User Password (excluding multimedia directories) or Encrypt to Device Key (excluding multimedia directories) option.
  • Install a version of the BlackBerry Device Software that is earlier than BlackBerry Device Software 4.5.

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